Linda Baggio
Google
Whenever I experience an issue at a hotel, I prefer to solve it directly at the property, because it’s not fair to leave a bad review without notifying anything to the staff members.
But it seems like for this specific case the only way to pass on feedback that is actually considered is here.
So here’s my feedback for you to improve your customer service experience.
I stayed 3 nights with my family and husband. The rooms were nice and relatively clean. The pool is nice. If it wasn’t for the way I was treated at the end, I would recommend the property.
When my husband and I arrived to the room, there was water on the bathroom floor everywhere. So I notified the reception and maintenance came relatively quickly to check it out. The issue could not be solved on the spot, so I was told that a bucket was needed under the sink for the night, we would need to manually open and close and they would come and fix it in the morning. No problem.
The next day maintenance came and we were told that the issue was fixed. It appeared to be the case in the afternoon, but in the evening when we came back after dinner there was water on the floor again. It was quite late, reception was closed so we decided not to bother security and used the hotel provided beach towels to dry up the floor for the night.
The next morning, we notified reception again, who apologized for the inconvenience and assured me that maintenance would be sent again to fix the issue.
When we came back, the issue had been fixed. The sink was changed and it appeared not to be leaking any more. However, the very wet towels we had used to dry the floor were left hanging in the bathroom, letting water on the floor. And there were traces of the glue used to install the sink on the floor, around the sink and on my husband’s toiletry items.
These are not huge issues but they are quite inconvenient.
On the last morning we went to check out and, when presented the bill for the 4 bottles of water we had taken from the bar, I asked if it they could be complementary as a compensation for the issues we had with the water in our bathroom.
We were told that it wasn’t possible. That we should have asked the day before so the receptionist would have had the time to ask the owner. That the receptionist would have to pay out of his own pocket if he did that and he could not make such a decision. While I was trying to say what happened, the receptionist was trying to say how the issue was fixed, interrupting me and trying to give explanations rather than listening.
So in the end, I left quite upset and definitely wont be coming back. Had I been offered a small gesture (even just one bottle of water for free!) I could have probably left a 4 star review.
So here are some recommendations for the management or owners of the property to make sure that other clients don’t have the same experience.
1. Be proactive- don’t wait for a client to ask you for a small compensation when there is an issue. Offer it. It can be as simple as a bottle of water or a coffee but it will make a big difference.
2. Make your clients feel listened. Don’t interrupt your clients while they are talking (yes, I was interrupted while talking at least a couple of times). Don’t laugh at them (yes, I did feel like I was being made fun of). Listen first. Then try to fix the issue.
3. Take responsibility. Don’t blame the fact that you can’t make a decision to explain to your client that you can’t give what you asked for.
4. Empower your employees to make decisions. These are small issues that can be fixed. Allow your employees to fix certain issues by themselves to ensure happy clients.
I hope my feedback helps you.
